Salesforce Support and Training Specialist

ABOUT THE ORGANIZATION:

Public Rights Project (PRP) is a national nonprofit organization that helps local government officials fight for civil rights. We build their capacity to protect and advance civil rights, convene and connect them on key issues, and provide legal representation to help them win in court for residents. Since our founding in 2017, we've recovered significant financial relief for marginalized people; built a nationwide network of government offices, elected officials, and community-based organizations; trained prosecutors and government lawyers across the country; and secured court victories on abortion, immigrant, workers’, and voting rights.
Learn more about our work.
 

JOB SUMMARY:

Public Rights Project seeks a Salesforce Support and Training Specialist to join our growing Salesforce Team. This is a full-time, remote, exempt position.

This role is centered on people, adoption, and empowerment. Even the best-designed Salesforce system only delivers value when users feel confident and supported in using it effectively. The Salesforce Support and Training Specialist ensures PRP staff are well trained, well supported, and empowered to use Salesforce in their day-to-day work as the system continues to evolve.

The Salesforce Support and Training Specialist serves as the first line of Salesforce support, provides highly responsive assistance, and designs and delivers both formal and informal trainings for new and existing users. In addition to Salesforce, this role supports training across PRP’s core technologies (approximately 8 software platforms), including tools such as Campaign Monitor, FormAssembly, Funraise, iWave, DonateStock, and Own. Through proactive and ongoing user engagement, this role identifies trends, surfaces unmet user needs, quality assurance (QA) tests new features, and brings user insights back to the Salesforce Team to ensure continuous improvement of the system.

This role does not require advanced back-end (setup menu) Salesforce administration skills. Instead, it requires deep expertise as a front-end Salesforce power user, paired with a strong ability to teach, support, and advocate for end users. The Salesforce Support and Training Specialist will regularly train and support internal staff with a wide range of comfort levels and proficiency across Salesforce and integrated third-party platforms, adapting training approaches to meet users where they are. The role is intentionally designed as a strong foundation for growth into a Salesforce Administrator position over time, offering exposure to system design and development, data integrity, and cross-functional CRM operations. This support helps ensure staff are getting ever-increasing satisfaction and value from the organization’s Salesforce ecosystem.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

User Support & Empowerment

• Proactively and regularly engage with users across the organization to understand how Salesforce supports their work. 
• Identify challenges and opportunities for improvement, and provide hands-on support and guidance. 
• Translate user insights into improved documentation, training, and system design.
• Monitor, triage, and organize incoming Salesforce support requests to ensure timely, clear, and effective responses.
• Own front-line troubleshooting when possible, and appropriately elevate issues requiring system design changes or advanced technical support.
• Diagnose both immediate issues and underlying process or training needs, escalating patterns and insights to the Director of Digital Products and Data.
• Build user confidence by helping staff develop skills and competency to ensure system adoption and ability to independently resolve future issues where appropriate.

Training

• Develop, maintain, and continuously improve a structured onboarding and training program for new users and staff transitioning into new roles.
• Design and deliver refresher trainings and skill-building sessions for existing users.
• Create and maintain training materials and documentation aligned with evolving system functionality.
• Monitor system usage patterns to proactively identify where additional training or support is needed.
• Partner with departmental super-users to tailor training approaches to team-specific workflows.
• Ensure all Salesforce-related trainings, documentation, and other tools for empowering users accommodate diverse learning styles, varying levels of platform familiarity, accessibility requirements, and cultural norms, ensuring equitable engagement and understanding for all participants.

Data Integrity

• Partner with the Salesforce Team to build and maintain a comprehensive approach to monitoring and ensuring data quality.
• Analyze trends in data integrity issues to identify opportunities for system and process improvements, as well as targeted user training.
• Contribute to documentation, training materials, and system requirements that promote accurate, consistent data entry practices across the organization.

Prioritization, QA & Collaboration

• Establish and own the project management and continuous improvement of a standardized onboarding and training process that supports adoption over time.
• Represent user needs and challenges in Salesforce Team planning, prioritization, and roadmap discussions.
• Conduct quality assurance (QA) testing on new features, enhancements, and bug fixes.
• Collaborate with internal Salesforce teammates and external consultants to ensure solutions are user-centered and practical.

EDUCATION AND/OR EXPERIENCE

• 2 - 4 years of skilled experience using Salesforce in various capacities is required; Salesforce Administrator experience preferred, but not required.
• Familiarity with Salesforce environments built on the Nonprofit Success Pack (NPSP) preferred.
• Experience training and supporting users on integrated third-party platforms such as email marketing, donation processing, and form collection tools.
• Demonstrated ability to train and support users with varying levels of comfort and proficiency across Salesforce and related platforms.
• Experience developing and maintaining training materials and documentation that supports system adoption and consistent use.
• Experience managing tasks, timelines, and dependencies across multiple simultaneous projects.
• Background working in nonprofit organizations and understanding nonprofit business processes is a plus.

KNOWLEDGE, SKILLS, AND ABILITIES

• Comfort creating, modifying, and interpreting Salesforce reports and dashboards
• Strong organizational skills with the ability to manage and prioritize multiple simultaneous requests at once.
• Ability to manage laterally and upwards, all with a professional and courteous attitude.
• Genuine desire to make coworkers’ lives easier.
• Ability to identify and implement process and policy improvements.
• Strong interpersonal and organizational skills.
• Excellent judgment and decision making skills.
• Ability and eagerness to learn, adapt, and grow with the role.
• Natural problem-solver who enjoys taking initiative and untangling complex workflows.
• Energized by interpersonal interaction and relationship-building.
• Motivated by teaching, coaching, and empowering colleagues.
• Empathetic advocate for end users and their needs.
• Comfortable working on a small, collaborative, high-impact team.
• Willingness to jump in (even without all of the answers), and commitment to learning quickly.

ORGANIZATIONAL RELATIONSHIP:

The Salesforce Support and Training Specialist reports to the Director of Digital Product and Data. 

PHYSICAL DEMANDS:

Requires sitting, talking and listening for up to 8 hours per day. Certain situations may require lifting items up to 20 pounts.

WORK ENVIRONMENT:

Fully remote organization and team. This role will require travel a few times a year to PRP events or meetings. We currently have remote staff in Oakland, Los Angeles, Boston, Philadelphia, Portland (Oregon), and Washington, DC, as well as other cities.

COMPENSATION

The determined salary range for this level 2 role is set at $74,630 - $100,970. PRP places new hires within this band based on relevant years of experience, and all employees receive standard cost of living raises each year. Under our performance management system, high-performing employees are also eligible for additional salary increases. PRP will not engage in salary negotiations outside this band. 

PRP HIRING COMMITMENT:

PRP is committed to the principles and practices of equal employment opportunity. A diverse and inclusive workplace, both at PRP and within the government offices we serve, is a key ingredient for achieving our mission of building equitable enforcement capacity within state and local government. 

We aim to assemble a team that reflects the world we live in and the communities we serve with respect to race, gender, sexual orientation, gender identity, disability and immigration status. People with personal or family experience with the type of harms we seek to combat, including wage theft, predatory lending, fraud, discrimination, and environmental degradation are particularly encouraged to apply.